About the Role:

As a Director of Customer Success within the Life Sciences and Healthcare team at Constellation, you will report directly to the General Manager of Life Sciences and Healthcare. You are the key ambassador for the customer. As the primary account lead, your contributions are instrumental in building and maintaining strong client relationships with clients across the healthcare industry. As the portfolio grows, you will likely be responsible for managing and coaching a team of Customer Success professionals. One who is successful in the role operates with an ownership mindset. You’ll be surrounded by other teams that share your passion for delivering excellence, improving provider and patient engagement, and having a “future focus” to constantly evolve the product offering by leveraging new technologies.

Role Responsibilities:

• Act as the primary account lead for customers, being a trusted partner by managing relationships with care, understanding their business objectives and aligning our solutions to drive customer success.
• Partnering with customer marketing teams developing marketing strategies, tactics and messaging content for various customer (provider and patient) engagement.
• Being a trusted advisor for evolving traditional marketing mindset and approach to ad promo review by helping others see what’s possible and the steps to get there (change management)
• Oversee project management of customer deliverables by collaborating with internal operations, technology, data/insights and creative team, ensuring customer satisfaction, retention, and growth opportunities.
• Conduct regular business reviews with clients to assess their needs, monitor and analyze customer usage, address any concerns, and identify opportunities for additional value. Negotiate contract renewals. 
• Stay up-to-date with industry trends, market dynamics, and competitor activities to identify opportunities for account growth and differentiation.
• Conduct discovery sessions and presentations to understand client needs, present solutions, and help negotiate contracts.
• Collaborate cross-functionally with sales, product, and implementation teams to drive successful customer onboarding and adoption.
• Lead, coach, and develop a team of Customer Success professionals, providing guidance and support to ensure exceptional customer experiences. (as portfolio grows)

Job Requirements:

• Minimum 5 years experience in pharmaceuticals or other healthcare marketing, marketing operations (ie. omnichannel strategist), or client-facing role within a creative agency with a focus on brand strategy, customer success management and account growth.
• Excellent sales and negotiation skills, with a consultative approach to understanding client needs and presenting solutions.
• Outstanding communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels acting as a trusted advisor and strategic partner.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Three additional key competencies: Curiosity to constantly be learning, Flexibility to change based on opportunities and challenges ahead, Perseverance to overcome obstacles by assessing, learning, applying and moving forward. 
• Proven track record of managing and coaching a team (both direct and indirect reports) to deliver exceptional customer experiences and drive customer satisfaction and retention.
• Collaborate cross-functionally with sales, product, and implementation teams to drive successful customer onboarding and adoption.
• Bachelor's degree in Business Administration, Marketing, or a related field. 

Nice to Haves:

• Knowledge of creative marketing technologies and automation platforms.
• Familiarity with compliance and regulatory requirements in highly regulated industries.
• Proficiency in utilizing CRM systems, such as Salesforce, to track customer interactions and manage pipelines. As well as agile workflow applications like Asana. 
• Strong understanding of SaaS business models and the customer lifecycle, with the ability to identify opportunities.

Other Job Information:

This job description is not all inclusive. Constellation reserves the right to amend this job description at any time. 

Benefits at Constellation:

• Comprehensive Healthcare, Dental, and Vision coverage
• Flexible PTO
• Hybrid work environment
• Casual in office dress code 
• Competitive 401k plan with company match 
• Commuter and Parking Benefits
• Paid Family Leave
• UberEats stipend, free snacks and beverages
• Wellness programs and other employee perks

Diversity & Inclusion:

Constellation is an Equal Opportunity Employer, committed to providing a diverse and inclusive environment. Here at Constellation we don't discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally-recognized protected basis under federal, state, or local law.

If you need an accommodation during any part of the interview process, due to a disability, please let your dedicated Talent Partner know.

Compensation Package:

The total compensation package is made up of base compensation, equity, and benefits.

New York Pay Range: $160,000 - $190,000

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